/tickets/{ticketId}

GET /tickets/{ticketId}

Get a ticket by ID

Retrieves a specific ticket by its ID. The user must have access to the account that owns the ticket.

Authentication Required

Authorization: Bearer {token} header string

This header is required to access this endpoint

Required Parameters

x-account-id header string

Account ID for the request

ticketId path string

The unique ID of the ticket to retrieve

Try it out

Output:

Responses

Description

Successful response

{
  "id": 0,
  "uniqueId": "string",
  "accountId": "string",
  "ticketNumber": "string",
  "ticketTypeId": "string",
  "subject": "string",
  "description": "string",
  "status": "string",
  "priority": "string",
  "category": "string",
  "source": "string",
  "requesterId": "string",
  "requesterName": "string",
  "requesterEmail": "string",
  "requesterPhone": "string",
  "requesterType": "string",
  "assignedTo": "string",
  "assignedTeamId": 0,
  "merchantId": 0,
  "merchantName": "string",
  "leadId": 0,
  "applicationId": "string",
  "midId": 0,
  "createdAt": "string",
  "updatedAt": "string",
  "resolvedAt": "string",
  "closedAt": "string",
  "lastResponseAt": "string",
  "lastCustomerResponseAt": "string",
  "slaStatus": "string",
  "slaFirstResponseDue": "string",
  "slaFirstResponseMet": false,
  "slaResolutionDue": "string",
  "slaResolutionMet": false,
  "slaBreachedAt": "string",
  "slaPausedAt": "string",
  "slaTotalPausedTime": 0,
  "responseCount": 0,
  "internalNoteCount": 0,
  "attachmentCount": 0,
  "reopenCount": 0,
  "escalationCount": 0,
  "firstResponseTime": 0,
  "resolutionTime": 0,
  "customFields": {},
  "tags": [
    "string"
  ],
  "metaData": {}
}

References

#/components/parameters/xAccountIdHeader #/components/schemas/Ticket

in: header
name: x-account-id
schema:
  type: string
description: Account ID for the request
required: true
example: "2311"

|
export type xAccountIdHeader = any; // Schema type not fully supported

#/components/schemas/Ticket

OpenAPI
TypeScript

type: object
description: Ticket object representing a customer support ticket
properties:
  id:
    type: integer
    description: Internal database ID
  uniqueId:
    type: string
    description: Unique identifier for the ticket
  accountId:
    type: string
    description: ID of the account that owns this ticket
  ticketNumber:
    type: string
    description: Human-readable ticket number (e.g., TKT-12345)
  ticketTypeId:
    type: string
    description: ID of the ticket type
  subject:
    type: string
    description: Subject line of the ticket
  description:
    type: string
    description: Detailed description of the ticket
  status:
    type: string
    enum:
      - open
      - in_progress
      - waiting_customer
      - waiting_internal
      - resolved
      - closed
    description: Current status of the ticket
  priority:
    type: string
    enum:
      - low
      - medium
      - high
      - urgent
    description: Priority level of the ticket
  category:
    type: string
    enum:
      - technical
      - billing
      - account
      - compliance
      - feature_request
      - underwriting
      - general_support
      - general_forms
      - retention
      - activations
      - fee_change_forms
      - bank_submissions
    description: Category of the ticket
  source:
    type: string
    enum:
      - email
      - phone
      - portal
      - internal
      - api
    description: Source where the ticket was created
  requesterId:
    type: string
    description: ID of the person/entity who requested the ticket
  requesterName:
    type: string
    description: Name of the requester (auto-derived for non-external types)
  requesterEmail:
    type: string
    description: Email of the requester (auto-derived for non-external types)
  requesterPhone:
    type: string
    description: Phone number of the requester (auto-derived for non-external types)
  requesterType:
    type: string
    enum:
      - application
      - lead
      - user
      - merchant
      - merchant-internal
      - mid
      - external
    description: >
      Type of requester. For types other than 'external', name/email/phone are
      automatically derived from the related entity. For 'external', these
      fields must be provided in the request.
  assignedTo:
    type: string
    description: User ID of the person assigned to this ticket
  assignedTeamId:
    type: integer
    description: Team ID assigned to this ticket
  merchantId:
    type: integer
    description: ID of the related merchant
  merchantName:
    type: string
    description: Name of the related merchant
  leadId:
    type: integer
    description: ID of the related lead
  applicationId:
    type: string
    description: ID of the related application
  midId:
    type: integer
    description: ID of the related MID
  createdAt:
    type: string
    format: date-time
    description: When the ticket was created
  updatedAt:
    type: string
    format: date-time
    description: When the ticket was last updated
  resolvedAt:
    type: string
    format: date-time
    description: When the ticket was resolved
  closedAt:
    type: string
    format: date-time
    description: When the ticket was closed
  lastResponseAt:
    type: string
    format: date-time
    description: When the last response was added
  lastCustomerResponseAt:
    type: string
    format: date-time
    description: When the last customer response was added
  slaStatus:
    type: string
    enum:
      - on_time
      - at_risk
      - breached
      - paused
    description: SLA status of the ticket
  slaFirstResponseDue:
    type: string
    format: date-time
    description: When the first response is due per SLA
  slaFirstResponseMet:
    type: boolean
    description: Whether the first response SLA was met
  slaResolutionDue:
    type: string
    format: date-time
    description: When the resolution is due per SLA
  slaResolutionMet:
    type: boolean
    description: Whether the resolution SLA was met
  slaBreachedAt:
    type: string
    format: date-time
    description: When the SLA was breached
  slaPausedAt:
    type: string
    format: date-time
    description: When the SLA was paused
  slaTotalPausedTime:
    type: integer
    description: Total time SLA was paused (in minutes)
  responseCount:
    type: integer
    description: Number of responses on this ticket
  internalNoteCount:
    type: integer
    description: Number of internal notes on this ticket
  attachmentCount:
    type: integer
    description: Number of attachments on this ticket
  reopenCount:
    type: integer
    description: Number of times this ticket was reopened
  escalationCount:
    type: integer
    description: Number of times this ticket was escalated
  firstResponseTime:
    type: integer
    description: Time to first response (in minutes)
  resolutionTime:
    type: integer
    description: Time to resolution (in minutes)
  customFields:
    type: object
    description: Custom fields specific to the ticket type
  tags:
    type: array
    items:
      type: string
    description: Tags associated with the ticket
  metaData:
    type: object
    description: Additional metadata
required:
  - id
  - uniqueId
  - accountId
  - ticketNumber
  - subject
  - description
  - status
  - priority
  - category
  - source
  - requesterId
  - requesterName
  - requesterEmail
  - requesterType

>
export interface Ticket {
  /** Internal database ID */
  id: number;
  /** Unique identifier for the ticket */
  uniqueId: string;
  /** ID of the account that owns this ticket */
  accountId: string;
  /** Human-readable ticket number (e.g., TKT-12345) */
  ticketNumber: string;
  /** ID of the ticket type */
  ticketTypeId?: string;
  /** Subject line of the ticket */
  subject: string;
  /** Detailed description of the ticket */
  description: string;
  /** Current status of the ticket */
  status:
    | "open"
    | "in_progress"
    | "waiting_customer"
    | "waiting_internal"
    | "resolved"
    | "closed";
  /** Priority level of the ticket */
  priority: "low" | "medium" | "high" | "urgent";
  /** Category of the ticket */
  category:
    | "technical"
    | "billing"
    | "account"
    | "compliance"
    | "feature_request"
    | "underwriting"
    | "general_support"
    | "general_forms"
    | "retention"
    | "activations"
    | "fee_change_forms"
    | "bank_submissions";
  /** Source where the ticket was created */
  source: "email" | "phone" | "portal" | "internal" | "api";
  /** ID of the person/entity who requested the ticket */
  requesterId: string;
  /** Name of the requester (auto-derived for non-external types) */
  requesterName: string;
  /** Email of the requester (auto-derived for non-external types) */
  requesterEmail: string;
  /** Phone number of the requester (auto-derived for non-external types) */
  requesterPhone?: string;
  /** Type of requester. For types other than 'external', name/email/phone are automatically derived from the related entity. For 'external', these fields must be provided in the request.
   */
  requesterType:
    | "application"
    | "lead"
    | "user"
    | "merchant"
    | "merchant-internal"
    | "mid"
    | "external";
  /** User ID of the person assigned to this ticket */
  assignedTo?: string;
  /** Team ID assigned to this ticket */
  assignedTeamId?: number;
  /** ID of the related merchant */
  merchantId?: number;
  /** Name of the related merchant */
  merchantName?: string;
  /** ID of the related lead */
  leadId?: number;
  /** ID of the related application */
  applicationId?: string;
  /** ID of the related MID */
  midId?: number;
  /** When the ticket was created */
  createdAt?: Date;
  /** When the ticket was last updated */
  updatedAt?: Date;
  /** When the ticket was resolved */
  resolvedAt?: Date;
  /** When the ticket was closed */
  closedAt?: Date;
  /** When the last response was added */
  lastResponseAt?: Date;
  /** When the last customer response was added */
  lastCustomerResponseAt?: Date;
  /** SLA status of the ticket */
  slaStatus?: "on_time" | "at_risk" | "breached" | "paused";
  /** When the first response is due per SLA */
  slaFirstResponseDue?: Date;
  /** Whether the first response SLA was met */
  slaFirstResponseMet?: boolean;
  /** When the resolution is due per SLA */
  slaResolutionDue?: Date;
  /** Whether the resolution SLA was met */
  slaResolutionMet?: boolean;
  /** When the SLA was breached */
  slaBreachedAt?: Date;
  /** When the SLA was paused */
  slaPausedAt?: Date;
  /** Total time SLA was paused (in minutes) */
  slaTotalPausedTime?: number;
  /** Number of responses on this ticket */
  responseCount?: number;
  /** Number of internal notes on this ticket */
  internalNoteCount?: number;
  /** Number of attachments on this ticket */
  attachmentCount?: number;
  /** Number of times this ticket was reopened */
  reopenCount?: number;
  /** Number of times this ticket was escalated */
  escalationCount?: number;
  /** Time to first response (in minutes) */
  firstResponseTime?: number;
  /** Time to resolution (in minutes) */
  resolutionTime?: number;
  /** Custom fields specific to the ticket type */
  customFields?: {};
  /** Tags associated with the ticket */
  tags?: string[];
  /** Additional metadata */
  metaData?: {};
}

Route Source Code

Check out the source code for this route entrypoint here: /tickets/[ticketId]/route.ts

Or the swagger.yaml spec this documentation was generated from: /tickets/swagger.yaml